University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
The Dermatology department is one of the largest in the Trust, providing more than 30,000 appointments per annum for a range of cancer and general dermatology conditions. The post holder will work within the Dermatology department and be responsible for providing an efficient and effective secretarial service for their clinical teams. The role acts as a point of contact and helps to support colleagues and patients.
The Senior Medical Secretary is also responsible for setting high standards of patient care by always enacting the Trust's values. The role involves the pro-active achievement of all key performance indicators relating to the NHS clinical correspondence targets, workload distribution, and daily performance monitoring across specialties.
The role holder will also lead on specific projects and tasks for the relevant clinical or management as required.
Main duties of the job
To act as a point of contact for queries from clinical and non-clinical staff:
1. To liaise via telephone and email with other clinical/clerical teams to action urgent appointments or procedures where necessary and ensure that all relevant departments are notified accordingly.
2. To act as a point of contact for patients, relatives, and carers, maintaining politeness and empathy to the patient's needs at all times.
3. Returning calls promptly and keeping callers updated with information in an effective and efficient way.
4. Escalate patient queries, capacity problems, and general issues to the role's line manager or relevant clinical staff as appropriate.
Patient Care:
1. Show a caring and professional approach towards patients, relatives, and carers, acting with resilience to deal with sometimes distressed patients and relatives in a professional and empathetic manner.
Organising and Planning:
1. Checking and sorting investigation reports and passing information on to the clinical team as required.
2. To carry out associated clerical duties, for example, maintaining accurate filing systems, receiving post, diary management, and scanning patient notes if required.
3. To attend appropriate meetings, training, and briefing sessions and take notes as required for feedback to colleagues or formal minutes.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston, and beyond. As a forward-thinking, multi-award-winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston; join us and you can enjoy the very best of both worlds: city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce, we aim to recruit and retain a workforce that represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them.
Job responsibilities
For a more detailed job description, main responsibilities, and person specification, please refer to the job description document attached to this vacancy.
Person Specification
Qualifications and Training
* Educated to GCSE, grade C or above (or equivalent) in English Language and Maths.
* Qualified in word processing or audio typing (or equivalent).
* Business and Administration Level 3 NVQ or equivalent experience.
Knowledge and Experience
* Clerical/administrative experience/Secretarial.
* Understanding of specialist medical terminology.
* Experience of dealing with the public, both on the telephone and in person.
* Knowledge of NHS policies and/or procedures.
* Previous NHS experience.
Skills and Abilities
* Effective and polite manner when dealing with people, both face-to-face and on the phone.
* Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy.
* Ability to work effectively in a busy team, adjust to change and motivate others.
* Ability to work independently, managing own workload, whilst providing supervision and support to others.
* Confidence to handle difficult conversations with patients, relatives, and carers.
* Ability to adapt to use new computer packages and programmes.
* Effective organisational skills.
* Good IT skills including Microsoft packages.
* Ability to deal with non-routine issues on own initiative.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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